If we want to make friends, let’s greet people with animation and
enthusiasm. When somebody calls you on the telephone use the same
psychology. Say ‘Hello’ in tones that bespeak how pleased you are to have the
person call. Many companies train their telephone operators to greet all callers in
a tone of voice that radiates interest and enthusiasm. The caller feels the
company is concerned about them. Let’s remember that when we answer the
telephone tomorrow.
Showing a genuine interest in others not only wins friends for you, but may
develop in its customers a loyalty to your company. In an issue of the publication
of the National Bank of North America of New York, the following letter from
Madeline Rosedale, a depositor, was published:^1
‘I would like you to know how much I appreciate your staff. Everyone is so
courteous, polite and helpful. What a pleasure it is, after waiting on a long line,
to have the teller greet you pleasantly.
‘Last year my mother was hospitalised for five months. Frequently I went to
Marie Petrucello, a teller. She was concerned about my mother and inquired
about her progress.’
Is there any doubt that Mrs Rosedale will continue to use this bank?
Charles R. Walters, of one of the large banks in New York City, was assigned
to prepare a confidential report on a certain corporation. He knew of only one
person who possessed the facts he needed so urgently. As Mr. Walters was
ushered into the president’s office, a young woman stuck her head through a
door and told the president that she didn’t have any stamps for him that day.
‘I am collecting stamps for my twelve-year-old son,’ the president explained
to Mr. Walters.
Mr. Walters stated his mission and began asking questions. The president
was vague, general, nebulous. He didn’t want to talk, and apparently nothing
could persuade him to talk. The interview was brief and barren.
‘Frankly, I didn’t know what to do,’ Mr. Walters said as he related the story
to the class. ‘Then I remembered what his secretary had said to him – stamps,
twelve-year-old son . . . And I also recalled that the foreign department of our
bank collected stamps – stamps taken from letters pouring in from every
continent washed by the seven seas.
‘The next afternoon I called on this man and sent in word that I had some
stamps for his boy. Was I ushered in with enthusiasm? Yes sir. He couldn’t have
shaken my hand with more enthusiasm if he had been running for Congress. He
radiated smiles and good will. “My George will love this one,” he kept saying as
joyce
(Joyce)
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